The Ascent Group, Inc.

Call Quality Practices 2008

Our research report will deliver the results of our 5th annual research on call quality programs. The Ascent Group conducted research during the first quarter of 2008 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.

Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".

The 280-page color report also profiles the monitoring technology that is in place within these companies, provide an analysis of monitoring approaches, including frequency, quantity of calls, monitoring objectives, responsibilities for monitoring/feedback, timing of feedback, communication techniques, calibration approaches. For those companies with dedicated Quality Assurance groups, we look at how time is spent, ways to improve credibility, skill requirements, and feedback techniques. We also take a look at how coaches are selected and trained, how coaching performance is measured, and coaching certification programs. Finally, we explore the successes achieved as a result of our participant's call monitoring efforts.

The research also examines ways to improve Quality Assurance program credibility, takes a look at QA analyst skill requirements, and techniques to improve QA feedback. As an added bonus, this report also examines how coaches are selected and trained, coaching performance measurement, and coaching certification programs.

Published April 2008.

List of Exhibits from the report

Download a Research Extract from the report

Benchmark Your Call Quality Monitoring Performance